Member Care
Help Desk/Member Care Job Summary: Receives, evaluates, and responds to member inquiries. Handles requests for assistance, complaints, product returns, and special reques
Category
Technology
Location
Irving, TX
Compensation
$21/hour
Status
Open
Position Overview
Help Desk/Member Care
Job Summary:
Receives, evaluates, and responds to member inquiries. Handles requests for assistance, complaints, product returns, and special requests via phone, forms and correspondence, e-mail, chat, service tickets, social media, etc. per the established protocols. Gains an understanding of the inquiry and/or service need, responds and resolves, or escalates for solution within the specified protocols established for the Member Care Contact Center. Responsible for following inquiries and requests to resolution. Fulfills orders and resolves issues to achieve member satisfaction.
Essential Functions:
Processes member inquiries to resolution and fulfills orders and related transactions in a consistent and high quality, member focused manner.
Handles customer inquiries via a variety of channels, notifying the supervisor of issues that are received repeatedly or need special handling.
Records adjustments and corrections in service records systems as appropriate.
Prepares reports, logs, and is responsible for participating and incorporating the solutions to member inquiries into the knowledge management system of the Member Care Contact Center.
Job Competencies:
Knowledge of: Best practices and methods for providing exemplary customer service; relevant CRM software, systems, and applications; MS Office Suite; conflict resolution.
Skill in: Written and verbal communication; proficient use of computer software, CRM systems, and related technologies; time management and organization; analysis and problem solving; empathizing with customer needs and concerns and delivering timely solutions.
Ability to: Identify, analyze, and resolve complex member inquiries and issues; provide exceptional customer service, build rapport, and foster member satisfaction; share knowledge and provide guidance to team members; manage multiple inquiries and tasks simultaneously; prioritize tasks and meet deadlines efficiently; stay organized and maintain accurate records; work collaboratively with colleagues and contribute effectively to a team environment.
Minimum Qualifications:
Education Level: High School Diploma or GED equivalency.
Experience: Minimum of 2 years of experience in a customer service/Help Desk role.
Preferences: Associate’s Degree in Business Administration or a related field from an accredited college or university preferred.
Job Summary:
Receives, evaluates, and responds to member inquiries. Handles requests for assistance, complaints, product returns, and special requests via phone, forms and correspondence, e-mail, chat, service tickets, social media, etc. per the established protocols. Gains an understanding of the inquiry and/or service need, responds and resolves, or escalates for solution within the specified protocols established for the Member Care Contact Center. Responsible for following inquiries and requests to resolution. Fulfills orders and resolves issues to achieve member satisfaction.
Essential Functions:
Processes member inquiries to resolution and fulfills orders and related transactions in a consistent and high quality, member focused manner.
Handles customer inquiries via a variety of channels, notifying the supervisor of issues that are received repeatedly or need special handling.
Records adjustments and corrections in service records systems as appropriate.
Prepares reports, logs, and is responsible for participating and incorporating the solutions to member inquiries into the knowledge management system of the Member Care Contact Center.
Job Competencies:
Knowledge of: Best practices and methods for providing exemplary customer service; relevant CRM software, systems, and applications; MS Office Suite; conflict resolution.
Skill in: Written and verbal communication; proficient use of computer software, CRM systems, and related technologies; time management and organization; analysis and problem solving; empathizing with customer needs and concerns and delivering timely solutions.
Ability to: Identify, analyze, and resolve complex member inquiries and issues; provide exceptional customer service, build rapport, and foster member satisfaction; share knowledge and provide guidance to team members; manage multiple inquiries and tasks simultaneously; prioritize tasks and meet deadlines efficiently; stay organized and maintain accurate records; work collaboratively with colleagues and contribute effectively to a team environment.
Minimum Qualifications:
Education Level: High School Diploma or GED equivalency.
Experience: Minimum of 2 years of experience in a customer service/Help Desk role.
Preferences: Associate’s Degree in Business Administration or a related field from an accredited college or university preferred.
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